Cadillac features Customer Service excellence

J.D. Power and Associates analyzes customer opinions of more than 800 brands

DETROIT – Cadillac was recognized today as a 2012 Customer Service Champion at the J.D. Power and Associates Customer Service Roundtable in Orlando, Fla. The luxury automaker was one of only 50 companies out of 800 studied to earn the distinction.

To qualify for inclusion, a company must excel within its own industry and stand out among leading brands in 20 major industries evaluated by J.D. Power.

2011 Cadillac Escalade Platinum.

The 2012 Champions were identified based on customer feedback, opinions, and perceptions gathered primarily from J.D. Power’s syndicated research in 2011. The group of 50 represents the highest-performing U.S. companies that deliver service excellence – both within their specific industries and across all industries measured.

“We’re in the midst of a mission to enhance every interaction a consumer has with Cadillac,” said Kurt McNeil, vice president of Cadillac Sales and Service. “We are strongly committed to customer satisfaction, and appreciate this external confirmation of our efforts.”

Cadillac has instituted wide-ranging changes to enhance the luxury customer experience, conducting comprehensive customer experience training for dealership personnel and developing an improved suite of owner benefits called Cadillac Shield.

The Cadillac Escalade received highest honors in the Large Premium Crossover/SUV category of the J.D. Power 2011 Initial Quality StudySM (IQS), which measures the number of problems consumers experience during the first 90 days of ownership.

In February, Cadillac was named the most-desired automotive brand in the United States by men, according to results of a market research test by the global strategic neuro-insight firm Buyology Inc and uSamp, which measured personal and emotional connections to 220 well-known brands across 10 industries.

Please Don’t Steal my Escalade #Cadillac #soundtrack

I wrote a new song called “Please Don’t Steal my Escalade” last week.  Cadillac Escalades frequently top the ‘most stolen’ vehicle lists.

Here is a link to the song:

Please give it a listen.  I think this song could be part of  a fun commercial for Cadillac.

Scene: Recording studio, band performing
Camera angle: show the mixing boards and a view through the window of the band recording, with 2 engineers in the booth.  Sound is live. Shoot with a studio band performing the song; mix with video of Escalades  being driven on the   booth walls around the band.

Cast the studio band with a mix of ages, but the lead singer needs to be younger – 20s/30s.  Final scene is with the Producer in the booth murmuring “I tell you what I’d do if someone tries to roll with my Escalade!”  and a nod in reply from the 2nd Engineer.  Perfect if the Producer is the ‘name’ talent and has the line.

It would show a sense of humor and perhaps help humanize the Escalade theft issue.


Copyright Bruce W Nunnally 2011
Original Mix – Adult Contemporary


I got a new Escalade
‘Cause I need it
To carry pieces that I need
To do all the things I do
To do the things that I do

Please don’t steal my Escalade
It’s an instrument I need
How I play the notes of my life
It’s my Cadillac

We both want my Escalade
But let’s think of how you’ll feel
When You have your own
You’ll say to some guy,
Hey You! Please don’t steal my Cadillac!

Please don’t steal my Escalade
It’s an instrument I need
How I play the notes of my life
It’s my Cadillac


Please don’t steal my Escalade
It’s the way that I do
The things That I do
You know that we all want to
Just do the things that we do

What do you think?  Would this make a fun commercial?

Sinkhole Survivor Replaces Escalade With Certified Pre-Owned Model

Nick Twork at Cadillac and Metropolitan Cadillac of Milwaukee got this Cadillac fan back into his favorite SUV — a Cadillac Escalade — after a sink hole swallowed his previous Escalade.

After losing his original 2008 Cadillac Escalade to a sinkhole during a Milwaukee, Wisconsin flood last month, Lance Treankler poses with his replacement Certified Pre-owned 2008 Escalade Thursday, August 12, 2010 at the Metropolitan Cadillac dealership in Milwaukee. Metropolitan and Cadillac's Certified Pre-owned program helped Treankler locate an almost identical Escalade that was part of the Cadillac Certified Pre-owned program - having gone through a 117-point inspection and reconditioning process. (Photo by Katie Derksen for Cadillac) (08/12/2010)

You have to like a car company that cares enough to help you get on with your life after a disappointing day.

MILWAUKEE – Lance Treankler, who lost his  Cadillac Escalade to a sinkhole, is again behind the wheel of his favorite vehicle thanks to Metropolitan Cadillac and Cadillac’s Certified Pre-owned program.

Treankler’s  original Escalade was left inoperable last month after plunging 20 feet into a sinkhole in downtown Milwaukee. Treankler was able to climb out of the sinkhole with the help of an onlooker.  Fortunately, the insurance policy on the Escalade covered the accident.

Cadillac and its dealer network worked with Treankler to find an almost identical Escalade in the Milwaukee area and ensure that the Escalade was part of the Cadillac Certified Pre-owned program, providing him warranty coverage and other benefits. Metropolitan Cadillac in Milwaukee presented Treankler today with another black, all-wheel-drive 2007 Escalade.

The incident is still hard to believe, said Treankler, a 25-year-old Milwaukee resident. He’s had some back pain from the fall but escaped serious harm.  While Treankler escaped from the sinkhole, his original Escalade kept running for 28 hours before being hauled out with a crane.

“It was a pretty surreal moment,” Treankler said. “Everything happened so quickly. I’m just happy to be out and alive.”

He’s also happy to have an Escalade again.  When he found out the original Escalade was totaled, he said he immediately wanted another one.  Treankler said he likes the space offered by an Escalade and its handling in tough weather conditions.

“I like the size,” Treankler said. “And living in Wisconsin, I like the way it drives. It’s a beast in the winter.”

Max Stephenson, owner of Metropolitan Cadillac, said his dealership was pleased to find an almost identical Escalade in its inventory. The sinkhole was a media sensation in Milwaukee.

“Every day there are people who have accidents,” Stephenson said. “For us, it’s common practice to help them out however we can. This one just happens to be a little more public because of everything that happened to Lance.”

As with all Cadillac Certified Pre-owned vehicles, the Escalade has been through a 117-point inspection and reconditioning process by a trained technician. The program also includes a fully transferable six-year/100,000-mile limited warranty from the original in-service date, 24-hour roadside assistance, courtesy transportation and a three-month trial of XM Radio and OnStar Directions & Connections service on vehicles equipped for those services.